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The Collection Specialist is responsible for managing the process on any Resident that has not financially met the terms of the lease agreement. The Collection Specialist will contact all Residents and encourage them to pay any outstanding balances, send statements to all residents with balances, send all necessary files to legal, and manage the eviction process in a proactive and consistent manner.
Manage Payment Experience
Work with both internal and external customers to troubleshoot resident payment issues until resolution
Effectively communicate and work with Accounting Department to ensure resident balances are accurate, and that any necessary adjustments are made and communicated in a timely manner to all parties
Review all new move in balances to ensure ledger charges and payments were applied accurately
Consistently inform all residents of Tricon’s payment policies, procedures, and their contract obligations
Treat all internal and external customers in a fair and consistent manner, and in accordance with Tricon’s Guiding Principles, Purpose Statement, Policies, and Fair Housing requirements
Review all ledgers, notices, leases, and communications for accuracy prior to distribution
Identify eligible candidates for Tricon Relief fund when applicable
Manage Delinquency Process / Performance
Review all necessary reports / dashboards / systems daily to track goal progress and resolve any necessary account issues
Communicate effectively and consistently with all Residents with balances daily until account resolution
Forecast month end Delinquency and report weekly progress to Manager
Remain compliant with Tricon policies and procedures, and seek / provide feedback to improve processes and performance
Manage Notice / Eviction Process
Manage Notice to Pay or Quit Process in a thorough, consistent, and timely manner each month
Prepare eviction files on notices of non-compliance when needed
Demonstrate knowledge of local and federal laws regarding notices, evictions, lockouts, etc
Communicate with residents daily / weekly during the eviction process, educating them on their options, fees, and the process expectations
Collaborate with appropriate field team when needed to schedule Occupancy Checks
Follow up with legal on eviction progress until resolution
Effectively communicate any scheduled lockouts, skips, court dates, or return of possession dates / details to all appropriate team members
Request Health and Safety Inspections when necessary to confirm condition of property when habitability questions arise during eviction / collections process
Ensure all residents are moved out of appropriate systems in a timely manner, and manage all necessary dashboard information / alerts
Manage the Squatter Eviction process to ensure eviction of all unauthorized occupants are handled appropriately and in accordance with the law
Qualifications :
Extremely organized
Detail oriented
Exceptional customer service
Deal with situations and issues proactively and persistently
At least 1 year of Property Management experience is preferable
Strives to consistently meet and exceed service standards
Excellent verbal communication skills required
Ability to work well using office electronic tools, basic accounting and math skills, excellent written and verbal communication abilities
Knowledge of Yardi preferred
Minimum Requirements :
High school diploma or GED
Prior residential single- family management experience preferred